Brand loyalty is difficult to establish in today’s world, but once it is established, a solid customer base can be built. For this reason, business owners would be wise to employ various methods to keep their customers happy, as happy customers are more likely to be loyal customers. This is especially important in a highly competitive market such as web hosting, where there are countless companies offering almost identical products.
If you are having trouble thinking of ways to improve customer loyalty, then you are in luck. Below, we will provide four potential ways to keep your web hosting customers coming back to you and out of the clutches of competitors.
1. Treat Customers Like People
Customers want to be treated like people, not just mere income statements on a company’s ledger. Businesses that personalize services for their customers are likely to establish brand loyalty. In order to make customers feel like people rather than profits, business owners can chose to implement rewards programs, customized services, or even address customers by their names in e-mails.
Much of customer loyalty is based on psychology. Make your customers feel like they are a part of something greater. Treat your business like a business, but treat your customers like a family as well. Expressing the social benefits of being a part of a particular clientele or using a particular service also works wonders. Even in today’s era of technology and web hosting, primal human instincts still play a large part in sales. Sometimes these small, “illogical” things can count for more than cold, hard features.
2. Communicate with Customers
Communication with customers is important to maintain loyalty within a business’s clientele. When a customer sends an e-mail or calls customer support, they should be answered promptly, and preferably by the same customer support agent until the issue is resolved. Although it may be cheaper to outsource customer support to foreign countries such as India or the Philippines, customers will have to be able to understand what customer support agents are trying to convey. Poor customer service is one surefire way to lose clients, so make sure that your customers get the support that they need.
Company transparency is another useful way to ensure customer loyalty. When clients know what a business’s next moves are, they are more likely to give it their trust. For this reason, a blog or newsfeed is a good investment in order to keep customers informed. As a side note, blogs are great for SEO and attracting new customers as well.
Finally remember that communication is a two-way street. If a customer has a suggestion that might improve your services, then it is worth taking into consideration. Such suggestions can keep your current customer base happy as well as help your business become better and more attractive to potential clients.
3. Provide Value
Providing value is probably the most vital aspect of any business. If a business does not provide a useful good or service to its customers, then it will surely go under. Make sure that your company gives good service to your customers. This means reducing downtime, ironing out technical issues, offering services that are on par with (or better yet, exceed) those of your competitors, and charging reasonable and competitive prices. In fact, customers that are consistently satisfied may be willing to pay more for quality service.
Give your clients what they need at a reasonable cost, and they will remain loyal.
4. Appeal to Value
Business is a game of give and take. Companies must provide value to their customers, but customers also provide value to businesses that they patronize. Providing the best service to your most valuable customers will keep them on board for longer. Once again, reward programs, benefits for loyalty or longevity, and other incentives can keep these customers in your pocket, and keep your business going through the rough patches.
Satisfied customers are likely to remain loyal and tell others about your company. To sweeten the deal, affiliate programs that pay commissions for referrals or referral discounts can make these customers even more likely to spread the word about your company. Word-of-mouth advertising is still important in today’s world of flashy banner ads, paid search engine positions, and SEO.
It can be difficult to attract customers when the products that your business offers is similar to those offered by competitors. Since this is the case, keeping the customers that you already have is of great importance.
Happy and loyal customers can bring in other customers as well, making It much easier to keep your business growing strong. Give your customers the value that they need and deserve, and they will keep coming back to you; some of them might even bring new customers on board!